Abrar Admin

Trinity Health - IHA

<div><div><p><b>Primarily remote with some requirements to be onsite as needed (Ann Arbor or Livonia, with light travel to Grand Rapids)</b></p>
<p><b>Purpose</b><br>
Provides consultation &amp; support to HR/ OE Directors and ministry leaders as advisor and leader of OE &amp; HR services, solutions &amp; industry best practices to inform &amp; influence business decisions. Aligns advice, information, &amp; program solutions to support the strategic priorities of the health ministries &amp; HR service area assigned &amp; leading &amp; aligning existing national programs. Provides expertise in OE programs through knowledge &amp; facilitation to lead &amp; support organization engagement, enhance integrated performance, retention, individual &amp; team development, organization effectiveness &amp; culture within Health Ministry &amp; aligned with Trinity Health Culture &amp; strategic priorities.</p>
<p><b>Essential Functions</b><br>
<b>Our Trinity Health Culture:</b> Knows, understands, incorporates &amp; demonstrates our Trinity Health Mission, Values, Vision, Actions &amp; Promise in behaviors, practices &amp; decisions.</p><br>
<p><br>
<b>Consulting Services:</b> Consulting process and practice with a focus on enabling system-ness in area of expertise (project planning &amp; administration, data management &amp; analysis, decision support, client communications &amp; consulting deliverables for practice area of expertise.) Consults predominantly with ministry level directors &amp; above &amp; service partners to identify OE programs &amp; services to meet client needs &amp; aligned with strategic application of program across the system. Lead &amp; support change efforts at the department &amp; ministry level &amp; in alignment with organizational programs &amp; priorities.</p><br>
<p><br>
<b>Program Expertise:</b> Build competence, capacity and confidence in solution delivery and establishing advisory relationships with clients and stakeholders. Presents/facilitates in-company courses to meet the identified needs; Develops program communication strategies to relay OE programs &amp; services to audiences, including executive teams &amp; program participants; Designs &amp; facilitates decision support, tools &amp; resources to enable the successful deployment of OE program(s), encourages program improvement and increases program sustainability and effectiveness over time. Serve as advisor and leader of OE services, solutions and industry best practices to inform and influence business decisions nationally and locally including the development, administration and monitoring of performance and succession management programming (tools, processes, methodologies).</p><br>
<p><br>
<b>Consultation Service &amp; Change:</b> Provides change enablement / leadership development &amp; support of ministry, regional &amp; enterprise level change efforts. Advise on current change programs. Develop implementation, sustainability &amp; improvement strategy that best meets the needs of the client. Leads &amp; manages enterprise &amp; organizational change, transition &amp; integration efforts in area of assignment. Engages Organization Design (OD&amp;D) as necessary for design enabled change interventions.</p><br>
<p><br>
<b>Maintains a working knowledge</b> of applicable Federal, state &amp; local laws/regulations, Trinity Health Integrity &amp; Compliance Program &amp; Code of conduct, as well as other policies &amp; procedures to ensure adherence in a manner that reflects honest, ethical &amp; professional behavior.</p>
<p><b>Minimum Qualifications</b><br>
Bachelor&rsquo;s degree or equivalent combination of education and relevant professional experience.<br>
5-7 year of experience in OE Practice Areas &amp; programs such as those in Talent Development, Talent Management, or Organization Development.<br>
<b>Additional Qualifications (nice to have)</b><br>
Master&rsquo;s Degree<br>
Healthcare experience</p></div><br>
Location: Central &middot; Human Resources<br>
Schedule: Full Time, 40 Hours</div>

Organization Effectiveness Program Consultant

<div><div><p><b>This position will be primarily </b><b>onsite</b></p>
<h2 class="jobSectionHeader"><b>POSITION DESCRIPTION:</b></h2>
<p>The Executive Assistant to the President partners with the President and Regional Chief Medical Officer of Trinity Health Michigan Medical Groups to align clinical and operational goals with the organization&rsquo;s strategic vision. This role leads cross-functional strategic initiatives, providing project management oversight to ensure timely execution and successful implementation of organizational priorities. Responsibilities include governance support for medical group boards, preparation of confidential reports, and coordination of complex projects. The position serves as a key liaison for issue resolution, fosters positive relationships with internal and external stakeholders, and ensures accuracy and compliance in all communications and documentation. Identifies and implements process improvements to enhance workflow and operational efficiency. Maintains strict confidentiality in handling sensitive information, ensuring compliance with organizational policies and professional standards.</p><br>
<p></p>
<p><b>ESSENTIAL JOB FUNCTIONS:</b></p>
<div><ul><li>Collaborates with the President and Regional Chief Medical Officer to ensure clinical and operational goals align with the organization&rsquo;s strategic vision. Participates in strategic planning sessions, provides input on operational feasibility, and supports initiatives that drive organizational growth and quality improvement.</li></ul>
<ul><li>Manages the complex calendar of the President by prioritizing and scheduling appointments and meetings. Organizes and coordinates multiple travel arrangements, ensuring itineraries are complete and accurate. Schedules, coordinates and directs large and complex meetings, conferences, and programs requiring sensitivity to issues, priorities, protocol, etc. Attends meetings, and coordinates calendars and schedules of supported personnel.</li></ul>
<ul><li>Assists the President in establishing and maintaining positive relationships with Trinity Health executive leaders, their support staff, subsidiaries, and external constituencies. Responds to inquiries regarding organizational services, records, and other matters by utilizing in-depth knowledge of organizational operations and ability to interpret established organizational policies and procedures.</li></ul>
<ul><li>Authorized, with the approval of the Executive Vice President/Chief Medical Officer or the President, to append President&rsquo;s signature to highly sensitive or confidential contracts or materials.</li></ul>
<ul><li>Develops electronic filing systems, internal mailing processes and procedures. Accountable for sensitive and confidential data, including personnel, payroll, attendance, Accounts Payable, work and purchase orders. Manages incoming and outgoing mail, correspondence, reports and memoranda.
</li></ul><ul><li>Leads and manages cross-functional strategic projects, ensuring alignment with organizational goals, timely execution of key milestones, and successful implementation of initiatives that promote operational excellence and quality improvement.</li></ul>
<ul><li>Serves as the primary project management resource for executive leadership, providing oversight, coordination, and guidance on complex initiatives. Monitors and evaluates project performance by tracking progress against key milestones and deliverables.</li></ul>
<ul><li>Provides comprehensive governance support to Trinity Health IHA Medical Group and West Michigan Medical Group Governing Boards and their sub-committees. Responsibilities include developing and maintaining board work plans, preparing agendas and meeting materials, recording accurate minutes, and ensuring timely follow-up on board actions.</li></ul>
<ul><li>Coordinates and prepares confidential governance reports, surveys, and projects, including annual board member elections, partner determination processes, and other initiatives. Ensures accuracy, compliance with organizational policies, and timely submission to leadership.</li></ul>
<ul><li>Supports positive relationships with Trinity Health executive leaders, subsidiaries, and external stakeholders by responding to inquiries and providing accurate information based on organizational operations and governance policies.</li></ul>
<ul><li>Serves as a liaison for issue resolution by addressing concerns brought forth by patients, families, and colleagues. Works to resolve issues promptly and professionally, keeping the President informed of progress and outcomes.</li></ul>
<ul><li>Prepares and manages complex documents, ensuring all meet organizational standards for accuracy, clarity, and confidentiality. Proofreads and edits materials prior to distribution or approval. Manages incoming inquiries and prioritizes requests to ensure timely and appropriate follow-up.</li></ul>
<ul><li>Recommends and implements process improvements by identifying inefficiencies and proposing solutions to enhance workflow and administrative operations.</li></ul>
<ul><li>This position is required to work onsite as well as travel to other locations through the TH MI Medical Groups (IHA and WMI)
</li></ul><ul><li>Performs other duties as assigned.</li></ul></div><br>
<p>
</p><p><b>ORGANIZATIONAL EXPECTATIONS:</b></p>
<div><ul><li>Creates a positive, professional, service-oriented work environment by supporting the mission and values of both IHA and Trinity Health.
</li></ul><ul><li>Must be able to work effectively as a member of the Executive Leadership Team.
</li></ul><ul><li>Assumes responsibility for performance of job duties in the safest possible manner to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.</li></ul>
<ul><li>Successfully completes IHA&rsquo;s &ldquo;Our Experience&rdquo; training and adheres to IHA&rsquo;s standard of promptly providing a high level of service and respect to internal or external customers.</li></ul>
<ul><li>Maintains knowledge of and complies with IHA standards, policies and procedures.</li></ul>
<ul><li>Maintains complete knowledge of IHA office services and maintains proficiency in the use of all relevant office equipment, computer, and manual systems.</li></ul>
<ul><li>Maintains strict patient, providers and employee confidentiality in compliance with Trinity Health, IHA, and HIPAA guidelines.</li></ul>
<ul><li>Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
</li></ul><ul><li>Uses resources efficiently.</li></ul>
<ul><li>If applicable, responsible for ongoing professional development &ndash; maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.</li></ul><br>
</div>
<p></p><p><b>MEASURED BY:</b></p>
<p>Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.</p><br>
<p></p><p><b>ESSENTIAL QUALIFICATIONS:</b></p>
<p>EDUCATION: Bachelor&rsquo;s degree required. Master&rsquo;s degree in system science, business administration, statistics, economics, computer science, healthcare administration, public health, health policy and management or other quantitative field preferred.</p>
<p>CREDENTIALS/LICENSURE: n/a</p>
<p>MINIMUM EXPERIENCE: Minimum of 3 years of project management experience. Familiarity with, governance programs, requirements, and extensive governance activities experience preferably within a healthcare organization.</p><br>
<p></p>
<p><b>POSITION REQUIREMENTS (ABILITIES &amp; SKILLS):</b></p>
<div><ul><li>Comprehensive and detailed knowledge of departmental, medical group, and Trinity Health policies/procedures; basic knowledge of the specialized field to complete task/projects, approve transactions (e.g., forms processing, payroll or purchasing), or resolve non-routine administrative problems. Advise and determine applicable policy, procedures, and requirements (e.g., recommend procedures to improve efficiency of forms processing).</li></ul>
<ul><li>Demonstrates excellent project management expertise, superior analytical abilities, and polished communication skills to drive success in complex initiatives.</li></ul>
<ul><li>Strong analytical skills to compile, research and analyze data from multiple sources and prepare statistics to develop recommendations and reports.
</li></ul><ul><li>Mastered proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook, Teams, Access, etc.). Proficiency using databases and graphics software as required to perform duties.
</li></ul><ul><li>Excellent organizational and time management skills. Strong attention to detail.</li></ul>
<ul><li>Exhibits excellent communication, interpersonal and relationship building skills to effectively communicate on a day-to-day basis with staff, providers, Board members, Executive Leadership Team, patients, visitors, corporate and external customers to relay and obtain information. Considerable tact and discretion for dealing with sensitive and confidential information.
</li></ul><ul><li>Ability to speak before groups of people, either in-person or virtually.
</li></ul><ul><li>Ability to drive to other office/practice sites and meeting, training, and event locations.
</li></ul><ul><li>Ability to see &ldquo;the big picture&rdquo; in order to be a primary resource to others.
</li></ul><ul><li>Ability to select the best solution from several &ldquo;right&rdquo; answers requiring comprehensive and detailed knowledge of applicable departmental and System policies/procedures and basic knowledge of specialized field.
</li></ul><ul><li>Ability to work with minimum day-to-day supervision.</li></ul>
<ul><li>Must be comfortable operating in a collaborative, shared leadership environment.</li></ul>
<ul><li>Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the mission, vision, and values of IHA and Trinity Health.</li></ul></div><br>
<p>
</p><p><b>MINIMUM PHYSICAL EXPECTATIONS:</b></p>
<div><ul><li>Physical activity that often requires keyboarding, filing and phone work.</li></ul>
<ul><li>Physical activity that often requires extensive time working on a computer and sitting.</li></ul>
<ul><li>Physical activity that sometimes requires walking, bending, stooping, reaching, and/or twisting.
</li></ul><ul><li>Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.</li></ul>
<ul><li>Specific vision abilities required include close vision, depth perception, peripheral vision, and the ability to adjust and focus.</li></ul>
<ul><li>Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.</li></ul>
<ul><li>Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.</li></ul></div><br>
<p>
</p><p><b>MINIMUM ENVIRONMENTAL EXPECTATIONS</b>:</p>
<p>This job operates between working in a typical office environment which involves interruptions and interactions with people which can be stressful at times.<br>
</p></div><br>
Location: Central &middot; Administration<br>
Schedule: Full Time, 40 Hours</div>

Executive Assistant to President

<div><div><p><b>This position will be </b><b>hybrid- 60</b><b>% remote / 40% </b><b>onsite</b></p>
<p><b>POSITION DESCRIPTION:</b></p>
<p>A Database Engineer IV (Lead) provides technical leadership and strategic direction for the organization&rsquo;s database platforms, services and long-term data architecture. This role is responsible for defining enterprise database standards, guiding modernization initiatives, and ensuring database solutions aligning with organizational technology, security, and compliance objectives. The Lead Database Engineer collaborates closely with IT leadership, Information Systems, Security, and business stakeholders to ensure database platforms effectively support clinical, operational and analytical priorities.</p>
<p>In addition to advanced technical expertise, the Database Engineer IV demonstrates strong leadership, mentorship, and planning capabilities. This role drives governance, best practices, and continuous improvement across database operations while remaining actively engaged in complex technical work. By balancing strategic vision with hands on execution, the Lead Database Engineer plays a critical role in ensuring the resilience, scalability, and reliability of the organization&rsquo;s data infrastructure.</p><br>
<p></p>
<p><b>ESSENTIAL JOB FUNCTIONS:</b></p>
<div><ul><li>Defines and maintains enterprise database architecture standards, strategies and technical roadmaps.</li></ul>
<ul><li>Defines and maintains enterprise database operational standards, maintenance processes, backup strategies, highly-available configurations, disaster recovery plans, and business continuity plans.</li></ul>
<ul><li>Leads the design and implementation of secure, highly available and scalable database platforms.</li></ul>
<ul><li>Oversees complex, high risk database initiatives, including modernization and cloud integration efforts.</li></ul>
<ul><li>Establishes governance models, lifecycle management processes and operational best practices.</li></ul>
<ul><li>Partners with IT Security to ensure compliance with regulatory and organizational security standards.</li></ul>
<ul><li>Provides technical leadership, mentorship and professional development guidance to database engineering staff, and utilizes matrix-management leadership cross-functionally to lead within the department and organization.</li></ul>
<ul><li>Reviews and approves database architecture designs, schema changes and major operational modifications.</li></ul>
<ul><li>Leads response efforts for critical database incidents and directs root cause analysis and corrective actions.</li></ul>
<ul><li>Leads and drives capacity planning, performance forecasting and cost optimization initiatives.</li></ul>
<ul><li>Leads database operational efforts including creation, maintenance, optimization, break/fix, backups, and archives.</li></ul>
<ul><li>Evaluates vendor tools, platforms and solutions and participates in technology selection and planning.</li></ul>
<ul><li>Represents database engineering in enterprise planning, cross functional initiatives and leadership discussions.</li></ul>
<ul><li>Ensures comprehensive documentation and knowledge continuity across database platforms and services.</li></ul></div><br>
<p>
</p><p><b>ORGANIZATIONAL EXPECTATIONS:</b></p>
<div><ul><li>Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.</li></ul>
<ul><li>Must be able to work effectively as a member of the Information Systems team.
</li></ul><ul><li>Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.</li></ul>
<ul><li>Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.</li></ul>
<ul><li>Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.</li></ul>
<ul><li>Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.</li></ul>
<ul><li>Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.</li></ul>
<ul><li>Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.</li></ul>
<ul><li>Uses resources efficiently.
</li></ul><ul><li>If applicable, responsible for ongoing professional development &ndash; maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.</li></ul><br>
</div>
<p></p><p><b>MEASURED BY:</b></p>
<p>Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.</p><br>
<p></p><p><b>ESSENTIAL QUALIFICATIONS:</b></p>
<p>EDUCATION: Bachelor's degree in Computer Science, Computer Engineering, or equivalent field experience.</p>
<p>MINIMUM EXPERIENCE: 8 years of database administraton experience, or equivalent experience with a minimum of 8 years&rsquo; related work experience.<br>
</p><p><b>POSITION REQUIREMENTS (ABILITIES &amp; SKILLS):</b></p>
<div><ul><li>Deep expertise in Microsoft SQL Server (MSSQL) administration, architecture, and operations across multiple environments.</li></ul>
</div><div><ul><li>Proven experience leading or owning core database administration functions, including backup and restore strategies, disaster recovery planning and testing, high availability, and failover solutions.</li></ul>
</div><div><ul><li>Strong expertise in database and server performance tuning, including query optimization, execution plan analysis, index design and maintenance, and statistics management.</li></ul>
</div><div><ul><li>Demonstrated ability to identify, analyze, and resolve database performance bottlenecks, blocking, deadlocks, and resource contention.</li></ul>
</div><div><ul><li>Experience administering SQL Server components such as SQL Server Analysis Services (SSAS), SQL Server Integration Services (SSIS), and SQL Server Reporting Services (SSRS).</li></ul>
</div><div><ul><li>Strong understanding of database security best practices, including role-based access control, least privilege, encryption, auditing, and compliance requirements.</li></ul>
</div><div><ul><li>Experience with automation and scripting for database administration using tools such as PowerShell, Python, or similar scripting languages.</li></ul>
</div><div><ul><li>Experience using Git or other version control systems to manage database objects and deployment workflows.</li></ul>
</div><div><ul><li>Familiarity with Agile and DevOps practices, working closely with development and infrastructure teams.</li></ul>
</div><div><ul><li>Strong leadership, communication, and documentation skills, including the ability to mentor developers and other technical staff.</li></ul>
</div><div><ul><li>Ability to handle sensitive patient and organizational data in a confidential and compliant manner.</li></ul>
</div><div><ul><li>Willingness and ability to participate in on-call rotations and provide after-hours support when required.</li></ul></div><br>
<p>
</p><p><b>Preferred Skills</b></p>
<div><ul><li>Experience migrating to and managing cloud-based database platforms such as Azure SQL Database or AWS RDS.</li></ul>
</div><div><ul><li>Experience with enterprise data warehouse migration to data lakes or cloud data platforms including Microsoft Fabric, Snowflake, Redshift, Databricks, or equivalent technologies.</li></ul>
</div><div><ul><li>Experience supporting hybrid environments integrating on-premises MSSQL with cloud data platforms.</li></ul>
</div><div><ul><li>Experience designing or implementing enterprise-level database monitoring and performance baseline solutions.</li></ul>
</div><div><ul><li>Experience with data lineage and pipelines for database development and deployment.</li></ul>
</div><div><ul><li>Experience working in healthcare, enterprise, or other highly regulated environments.</li></ul></div><br>
<p>
</p><p><b>MINIMUM PHYSICAL EXPECTATIONS:</b></p>
<div><ul><li>Physical activity that often requires keyboarding and phone work.</li></ul>
<ul><li>Physical activity that often requires extensive time working on a computer and sitting.</li></ul>
<ul><li>Physical activity that sometimes requires walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.</li></ul>
<ul><li>Physical activity that sometimes requires lifting, pushing and/or pulling over 20 lbs.</li></ul>
<ul><li>Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
</li></ul><ul><li>Manual dexterity is sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.</li></ul>
<ul><li>Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.</li></ul></div><br>
<p>
</p><p><b>MINIMUM ENVIRONMENTAL EXPECTATIONS</b>:</p>
<p>This job operates in both an office environment and in a medical facility and requires regular walking to various locations around the hospital/clinic. It involves frequent interruptions, competing priorities and significant interaction with people which can be stressful at times.</p></div><br>
Location: Central &middot; Information Systems<br>
Schedule: Full Time, 40 Hours</div>

Database Engineer IV (Lead)

<div><div><p><b>This position will be primarily </b><b>remote</b></p>
<p><b>POSITION DESCRIPTION:</b></p>
<p>The Patient Relations Specialist serves as the primary point of contact, front line representative and subject matter expert responsible for overseeing and managing patient experience. Acts as a liaison between patients and other health care service providers. Advocates for patient rights in accordance with external regulatory expectations to manage, evaluate and develop continuous improvements in response to direct and indirect patient and family feedback, ensuring resolution of all complaints and grievances and promotes quality relationships with all health system customers. This responsibility includes the day-to-day management of the event reporting process, monitoring event trends and collaborating with multiple departments and teams across Trinity Health IHA Medical Group to identify causal factors and implement modifications to prevent recurrences.</p>
<p>The Patient Relations Specialist is a highly visible and professional role responsible for leading initiatives supporting optimal patient and family experience outcomes. To be successful in this role, you must possess exceptional communication skills and the ability to adapt your style to various audiences and platforms.</p><br>
<p></p>
<p><b>ESSENTIAL JOB FUNCTIONS:</b></p>
<div><ul><li>Collaborates, plans and directs activities related to the identification and resolution of patient/family or visitor complaints and grievances.
</li></ul><ul><li>Responds to patient grievances regarding allegations of patient discrimination (in collaboration with Patient Experience, Risk Management, Compliance, and other departments).
</li></ul><ul><li>Initiates preliminary review of patient concerns. Consults with and coaches department directors, managers, administrators and medical directors, to ensure that all patient complaints and grievances receive a timely, objective and thorough response.</li></ul>
<ul><li>Provides written and verbal responses which address patient&rsquo;s concerns clearly and concisely and that accurately reflect the organization&rsquo;s response as the representative of TH IHAMG.
</li></ul><ul><li>Supports ongoing service and system improvements by analyzing data and information from patient and family feedback.
</li></ul><ul><li>Convenes the Grievance Committee to facilitate final resolution to serious complaints/grievances or complaints/grievances to which the complainant disagrees with findings.</li></ul>
<ul><li>Responsible for maintaining policies and procedures related to complaint and grievance resolution, which ensure a high level of quality care and services are being delivered to the patients and families served by Trinity Health IHA Medical Group through patient relationships.</li></ul>
<ul><li>Proactively communicates and collaborates with health system colleagues and leaders when evaluating data to identify trends and opportunities for improvement, leading or recommending Root Cause Analysis or project initiation, as appropriate.</li></ul>
<ul><li>Works with various departments such as Human Resources, Quality/Safety/Risk Management, Nursing, Social Work and Marketing/Media Relations to address patient and family concerns that the patient/family feel have the potential for patient harm, that present the potential for legal liability, involve patient and family perception of patient injury or poor quality of care or matters affecting the image of the organization in the community.</li></ul>
<ul><li>Monitors, appropriately triages and manages Patient Relations phone line and multiple electronic/email sources of patient complaint/feedback.</li></ul>
<ul><li>Coaches managers and medical directors in the investigation process ensuring the principles of a fair and just culture are followed in the resolution of complaint/grievances. Identifies opportunities for service improvement and recommends interventions and education to prevent recurrence.
</li></ul><ul><li>Utilizes multiple electronic platforms to document and track/review patient concerns. Consults with and coaches providers and staff to ensure that all patient complaints and grievances receive timely and thorough response.</li></ul>
<ul><li>In collaboration with Risk Managers, assists in completing investigations/analysis of patient and family complaints related to risk matters. Collaborates with Risk Managers to identify causal factors and recommend modification to policy.</li></ul>
<ul><li>Engages managers as necessary to follow up on individual event response. Collaborates with managers to identify risk modification to prevent recurrence.
</li></ul><ul><li>Reviews incoming reported events and routes to appropriate team member for review and action.</li></ul>
<ul><li>Monitors outstanding events for successful completion and closure. Queries managers and elevates delinquent events to support prompt response. Has decision-making authority on service complaints in coordination with the office manager and ensures an effective response.
</li></ul><ul><li>Promotes customer-focused service recovery practices system-wide through efficient and effective complaint resolution and through consultation and training of health system staff in service recovery techniques.</li></ul>
<ul><li>Shares compliments received from patients and visitors with staff.</li></ul>
<ul><li>Develops education and training tools related to Patient Relations for new hire orientation, as requested. Provides ongoing education to colleagues and providers to promote awareness and application of customer service/service recovery objectives in patient care.</li></ul>
<ul><li>Generates department reports on new, in-process and closed events; analyzes data and identifies opportunities for improvement.</li></ul>
<ul><li>Develops and performs education for staff/providers on Trinity Health/IHA Event Reporting System ensuring specified education is tracked and managed to completion. Elevates incomplete education sessions that are overdue to supervisors for assistance.
</li></ul><ul><li>Demonstrates effective crucial conversation and customer service skills while working with patients, managers and staff to ensure that the information is accurately gathered and resolved while supporting optimal patient and family experience outcomes.</li></ul>
<ul><li>Performs department audits, as needed.</li></ul>
<ul><li>Assures the confidentiality of information acquired that pertains to patients, physicians, associates and visitors of Trinity Health IHA Medical Group.</li></ul>
<ul><li>Supports other offices, attends required meetings and training, and participates in committees, as requested.</li></ul>
<ul><li>Serves as a liaison between patients, providers and administration by promoting quality relationships.</li></ul>
<ul><li>Develops and delivers targeted and on-going education, collaboration and consultation to providers and staff to assist with addressing and mitigating barriers identified through patient complaints.
</li></ul><ul><li>Advocates for patient rights in accordance with IHA&rsquo;s mission and values and abiding by regulatory expectations.
</li></ul><ul><li>Performs other duties as assigned.</li></ul></div><br>
<p>
</p><p><b>ORGANIZATIONAL EXPECTATIONS:</b></p>
<div><ul><li>Creates and maintains a positive, professional, and service-oriented work environment for colleagues, providers, patients, and family members by supporting the mission and values of both IHA and Trinity Health.
</li></ul><ul><li>Must be able to work effectively as a member of the Culture &amp; Experience team.
</li></ul><ul><li>Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.</li></ul>
<ul><li>Successfully completes IHA&rsquo;s &ldquo;The Customer&reg; Program&rdquo; and Stand Out 2.0 trainings, adhering to IHA&rsquo;s standard of promptly providing a high level of service and respect to internal or external customers.</li></ul>
<ul><li>Maintains knowledge of and complies with IHA standards, policies and procedures.</li></ul>
<ul><li>Maintains knowledge of IHA office services and in the use of all relevant office equipment, computer and manual systems.</li></ul>
<ul><li>Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.</li></ul>
<ul><li>Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.
</li></ul><ul><li>Uses resources efficiently.</li></ul>
<ul><li>Responsible for ongoing professional development &ndash; maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.</li></ul></div><br>
<p>
</p><p><b>MEASURED BY:</b></p>
<p>Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.</p><br>
<p></p><p><b>ESSENTIAL QUALIFICATIONS:</b></p>
<p>EDUCATION: Bachelor&rsquo;s degree in healthcare administration, public relations, business administration or related field. In lieu of a degree, a combination of education and experience will be considered.
</p><p>CREDENTIALS/LICENSURE: NA</p>
<p>MINIMUM EXPERIENCE: 5+ years&rsquo; progressively more responsible related work experience in health care. Work experience in patient advocacy or customer service preferred. 1 or more years&rsquo; work experience in an IHA office or comparable environment within IHA supporting excellent customer service, with prior administrative assistant experience.</p><br>
<p></p>
<p><b>POSITION REQUIREMENTS (ABILITIES &amp; SKILLS):</b></p>
<div><ul><li>Exceptional interpersonal and communication skills necessary to interact effectively, calmly and courteously with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care. Ability to maintain non-biased perspective and neutral listening skills.</li></ul>
<ul><li>Ability to focus on the speaker, listen for understanding, clarify needs and motivation and encourage speaker to verbalize intent, while maintaining a non-biased perspective and neutral listening skills.</li></ul>
<ul><li>Crisis intervention and problem resolution skills. Ability to defuse defensive, challenging or threatening language, demeanor and behavior. Shows creativity and applies quality improvement methods to problem solving.</li></ul>
<ul><li>Ability to advocate for patient rights in accordance with IHA&rsquo;s mission and values and abiding by regulatory expectations.
</li></ul><ul><li>Demonstrates effective crucial conversation and customer service skills while working with patients, managers and staff to ensure that the information is accurately gathered and resolved while supporting optimal patient and family experience outcomes.</li></ul>
<ul><li>Analytical skills necessary to collaborate with department heads, supervisors, senior management and others in evaluating problems and assessing the potential harm if they are not addressed. Ability to compile complex reports and develop presentations, maintaining accuracy and consistency.</li></ul>
<ul><li>Excellent written and verbal communication skills to present information clearly and persuasively. Ability to present sensitive information with tact, diplomacy and respect.
</li></ul><ul><li>Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.</li></ul>
<ul><li>Ability to work independently using developed sense of judgment and discretion. Able to organize workflow and plan, coordinate and develop multiple projects.</li></ul>
<ul><li>Planning and organization skills, including needs assessment, goal setting, work plan design, coordination and evaluation.</li></ul>
<ul><li>Ability to work effectively and maintain sound working relationships with colleagues at various levels of the organization and diverse populations including IHA staff and providers, family members, insurance carriers and vendors.
</li></ul><ul><li>Ability to multi-task and meet deadlines in a fast-paced environment with a personal commitment to producing the highest quality work and providing extraordinary customer service.</li></ul>
<ul><li>Familiarity with physician office or department basic services and hours of operation to respond to leadership requests accurately.</li></ul>
<ul><li>Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, Microsoft Word, Excel, PowerPoint Outlook, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.</li></ul>
<ul><li>Good organizational and time management skills to effectively juggle multiple priorities and time constraints.</li></ul>
<ul><li>Ability to exercise sound judgement and problem-solving skills.</li></ul>
<ul><li>Ability to handle patient and organizational information in a confidential manner.</li></ul>
<ul><li>Successful completion of IHA competency-based program within introductory and training period.
</li></ul><ul><li>Knowledge of medical terminology to perform responsibilities a plus.
</li></ul><ul><li>Ability to travel to other office/practice sites and meeting and training locations.</li></ul></div><br>
<p>
</p><p><b>MINIMUM PHYSICAL EXPECTATIONS:</b></p>
<div><ul><li>Physical activity that often requires keyboarding, filing and phone work.</li></ul>
<ul><li>Physical activity that often requires extensive time working on a computer and/or standing.</li></ul>
<ul><li>Physical activity that sometimes requires walking, bending, stooping, reaching, and/or twisting.
</li></ul><ul><li>Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.</li></ul>
<ul><li>Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.</li></ul>
<ul><li>Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.</li></ul>
<ul><li>Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.</li></ul></div><br>
<p>
</p><p><b>MINIMUM ENVIRONMENTAL EXPECTATIONS</b>:</p>
<p>This job operates between working in a typical office environment and in conference rooms or other locations where training is conducted, both of which involve frequent interruptions and significant interaction with people which can be stressful at times.</p></div><br>
Location: Central &middot; Experience<br>
Schedule: Full Time, 40 Hours</div>

Patient Relations Specialist

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Trinity Health - IHA

About Company

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Executive Assistant to President

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Patient Relations Specialist